Media & Communications Case Study - From Sutherland

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After a recent acquisition led to a large increase in customers needing help connecting smart home devices, a top US telecommunications provider needed to improve their smart home support infrastructure as demand outstripped capacity, reducing key performance indicators and customer satisfaction. Sutherland partnered with the provider to develop a smarter solution including voice, chat, and self-help tech support, a microsite for device health checks, and automated forms to reduce manual efforts and claims processing while improving customer satisfaction.

DEVELOPING A SMARTER SOLUTION
for smart home customer support.
CASE STUDY

End-to-end
telecommunications,
entertainment, and
broadband service provider.
ABOUT THE CLIENT
TOP 3 PROVIDER
IN THE US
Serving
20+ MILLION
CUSTOMERS

THE CLIENT CHALLENGE
After completing a recent acquisition, our client
noticed an extreme uptick in customers needing help
connecting countless devices to their home networks.
They needed to rethink their smart home support
infrastructure.
Demand for
SMART HOME SUPPORT
OUTPACED CAPACITY
REDUCTION IN
KPIs, INCLUDING
NPS
REDUCTION IN
CUSTOMER
SATISFACTION

Sutherland Inc, Confidential4
The Sutherland Transformation
Voice & Chat
Tech Support
Self-Help
Microsite
Device
Health Check

PARTNERSHIP RESULTS
SUTHERLAND
+
TOP 3
TELECOMMUNICATIONS
PROVIDER
Sutherland Inc, Confidential5
REDUCTION IN
MANUAL EFFORTS
REDUCTION IN
CLAIMS-RELATED
PROCESSING
NECESSARY FORMS
EASILY ACCESSIBLE
ONLINE
~25%
20%
100%

Petco, a pet specialty retailer, was facing challenges with its internal IT help desk being unable to keep up with the growing complexity of supporting increased technology use, as it could only close about 40% of cases. Sutherland partnered with Petco to transform tech support services by implementing proactive technology monitoring, store mockups to simulate the retail environment, and store health checks, resulting in 50% cost savings, an 80% closure rate for IT cases, and a 100% increase in employee satisfaction.

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